About The Team
NSS Program Team (Non Shopee) is in charge of driving SPX logistics service adoption beyond Shopee orders targeting social sellers and individual senders. The team designs and executes data-driven programs relating to customer acquisition, conversion, and retention, while managing performance tracking, budget allocation, and cost efficiency to achieve business targets.
Combining strategic foresight with hands-on execution, NSS Program Team plays a pivotal role in scaling and commercializing SPX services.
Job Description
Oversee end-to-end customer experience across SPX Express logistics service, ensuring consistency in pick up, transit, and delivery quality
- Conduct data-driven analyses to identify key pain points, define root causes, and propose sustainable solutions to improve user satisfaction and retention
- Design and implement customer recovery methodologies to win back users from negative experiences while maintaining cost efficiency
- Lead cross-functional CX initiatives from feasibility study to execution, driving measurable improvements in NPS, complaint rate, and SLA adherence
- Strengthen SPX Express brand positioning as a market leader in customer experience through continuous innovation and strategic communication
- Provide regular management updates and coordinate with stakeholders to ensure alignment with company-wide service excellence goals
Requirements
- Relevant work experience in Tech/ Operations/ Consulting/ Ecommerce or relevant industries
- Strong analytical thinking and data analysis skills for insight and problem-solving
- Strong stakeholder management skills
- Be opened, flexible and enjoyed fast-paced environment
- Good at writing and presentation in both Vietnamese and English
